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Exam (elaborations)

ISDS 3001 Exam 2 (Graded A+ actual test)

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  • ISDS 3001

Which determinants of service quality means the firm performs the service right the first time and that the firm honors its promises? reliability competence responsiveness credibility - ️️reliability Which of the following is the Japanese term used to describe continuous improvement effo...

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  • September 13, 2024
  • 3
  • 2024/2025
  • Exam (elaborations)
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  • ISDS 3001
  • ISDS 3001
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ACADEMICMATERIALS
ISDS 3001 Exam 2
Which determinants of service quality means the firm performs the service right the first
time and that the firm honors its promises?

reliability
competence
responsiveness
credibility - ✔️✔️reliability

Which of the following is the Japanese term used to describe continuous improvement
efforts?

kanban
poka-yoke
kaizen
six sigma - ✔️✔️kaizen


A successful quality culture begins with - ✔️✔️an organizational culture that fosters
quality

Which does not increase profit by improving quality?

increased productivity
higher warranty costs
improved reputation
flexible pricing - ✔️✔️higher warranty costs

Which could reduce costs and increase profit?

improved response
increased productivity
flexible pricing
improved reputation - ✔️✔️increased productivity

The American Society for Quality defines quality as - ✔️✔️the totality of features and
characteristics of a product or service that bears on its ability to satisfy stated or implied
needs

Which is an award for quality achievement in Japan?

Tookyo Medal for Excellence in Quality
ISO 9000
Malcolm Baldridge National Quality Award

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